WM India · 17 hours ago
SBS Team Lead
Windsor, CT, United States
Full-time
Hybrid
Entry, Mid Level
$26.50/hr - $26.50/hr
2+ years expWM India is a leading waste management environmental solutions provider located in Windsor, CT. They are seeking an SBS Team Lead to collaborate with Customer Service Representatives, enhance customer service functions, and oversee contact center performance to exceed customer expectations.
Information Technology & Services
Responsibilities
Provides daily guidance and assistance to contact center representatives
Helps to support ongoing training to new hire contact center representatives
Handles customer escalations that may require deviation from standard screens, scripts, and procedures
Oversees real-time performance of site and queue management
Monitors calls or emails and provides feedback as necessary to ensure quality standards are exceeded
Expedites sensitive operational issues and makes appropriate decisions to inform a supervisor or takes independent action if necessary
Maintains proficiency in customer service functions and, when volumes dictate, assist in responding to customer inquiries
Acts as a liaison between call center representatives, supervisory staff and other departments
Performs administrative duties as requested
Actively participates in key departmental and divisional initiatives when called upon
Qualification
Required
Education: High School Diploma or GED (accredited)
Experience: 2 years of customer service experience with a minimum of 1 year as a WM customer service representative
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing
No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve-month period
Proficient in MS Office
Strong keyboarding skills and words per minute
Professional verbal and email communication skills
Excellent verbal, written and analytical skills
Computer skills-MS Office
Typing Skills
Professional phone and email etiquette
Ability to multi task
Ability to react well under pressure and treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Focuses on solving conflicts and listening to others without interrupting
Be punctual at work
Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
Balances team and individual responsibilities and helps build a positive team spirit
Adapts and able to deal with frequent changes in the work environment
Able to manage difficult or emotional customer situations and responds promptly to service requests to meet customer commitments
Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner
Benefits
Medical
Dental
Vision
Life Insurance
Short Term Disability
Stock Purchase Plan
Company match on 401K
Paid Vacation
Holidays
Personal Days
Company
WM India
WM India, established in 2013, is the Global Capability Center of WM—North America’s leading environmental services company.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase